Box SLA
99.9% uptime guarantee (Standard Support, Business Services, Enhanced Support Services (Enterprise Plus with Premier/Platinum Enhanced Services) plan only)
Official SLA Commitment
Applies to
Standard Support, Business Services, Enhanced Support Services (Enterprise Plus with Premier/Platinum Enhanced Services) plans only
Scope
Monthly Uptime Percentage for the Box Service
Measurement
(Total minutes in calendar month − Downtime minutes) / Total minutes in calendar month. Downtime excludes Scheduled Downtime. Calendar months use US Pacific Time.
Exclusions
Scheduled Downtime; issues caused by customer networks, browsers, or third-party applications; beta/preview features; force majeure; customer failure to meet minimum system requirements; hosting partner degradation
Not covered
Platform Applications deployed by customer; Box Sign third-party integrations; Individual and Personal Pro plans (consumer ToS disclaims uptime guarantees)
Promised vs Measured
SLA Promise
99.9%
≤ 43m downtime/month
Measured (30d)
99.99%
≈ 3m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
99.99%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Business | 99.9% | $15/user/mo (annual, min 3 users) | |
| Business Plus | 99.9% | $25/user/mo (annual, min 3 users) | |
| Enterprise | 99.9% | $35/user/mo (annual, min 3 users) | |
| Enterprise Plus | 99.9% | $50/user/mo (annual, min 3 users) | |
| Enterprise Advanced | 99.9% | Custom (min 35 users) |
Source: box.com/pricing
SLA Credit Policy
Enhanced SLC Credits apply only to customers with Enhanced Support Services (e.g. Enterprise Plus with Premier/Platinum). Standard and Business tiers target 99.9% via commercially reasonable efforts but have no uptime credit remedy. Credits require filing a support ticket within 15 days of downtime and a written claim within 15 days of Box uptime report.
| Monthly Uptime | Credit |
|---|---|
| 99.8% – 99.9% | 5% of monthly fee |
| 99.7% – 99.8% | 10% of monthly fee |
| 99.6% – 99.7% | 15% of monthly fee |
| 99.5% – 99.6% | 20% of monthly fee |
| 99.4% – 99.5% | 25% of monthly fee |
| 99.3% – 99.4% | 30% of monthly fee |
| 99.2% – 99.3% | 35% of monthly fee |
| 99.1% – 99.2% | 40% of monthly fee |
| 99.0% – 99.1% | 45% of monthly fee |
| Below 99.0% | 50% of monthly fee |
Credits capped at 50% of monthly fee. Must be claimed within 15 days.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines)Box's SLA | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
3m
Incident Summary (90 days)
Total Incidents
21
Active Now
0
Resolved
21
Avg. Resolution
1h 16m
Box SLA: What You Need to Know
Box guarantees 99.9% uptime measured as monthly uptime percentage for the box service. This commitment applies exclusively to Standard Support, Business Services, Enhanced Support Services (Enterprise Plus with Premier/Platinum Enhanced Services) plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, Box currently shows a 30-day measured uptime of 99.99%. This meets their published SLA commitment of 99.9%.
What's Covered (and What Isn't)
Box's SLA specifically covers monthly uptime percentage for the box service. It explicitly excludes: Platform Applications deployed by customer; Box Sign third-party integrations; Individual and Personal Pro plans (consumer ToS disclaims uptime guarantees). This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 99.99% uptime, you can expect approximately 40m of cumulative downtime per year from Box alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks Box's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 5 minutes. Uptime is calculated as the percentage of time all components report operational status.
